Customer Service Advisor - Chiswick, W4

Job description

Customer Service Advisor

Location: Chiswick, West London
Salary: £Competitive + Benefits.
Language Requirement: Native English

Unilever Consumer aims to deliver market leading consumer service. You will have a passion for representing the Unilever business and its associated Brands. The role requires handling multichannel inbound contacts whilst delivering exceptional service that will consistently delight consumers resulting in increased consumer loyalty. A critical element to the role is providing feedback to Unilever on consumer behaviour, contact drivers and escalating potential risks. The role requires a professional and dynamic approach to consumer care with a desire to continuously improve the way in which Unilever manages contact with their consumers.

Key Responsibilities:

• Responding to Consumers - including communication on all levels of consumers (via telephone, email, white mail, text and fax)
• Responsible for representation of Brand diversity
• Ensuring Delight Fund aids in the increase of Consumer loyalty
• Escalation of risks to minimise impact to Unilever Consumers
• Building rapport with Consumers to ensure consumer service excellence and to resolve consumers queries, problems or complaints.
• Meeting challenging targets for Quality (including brand diversity representation) of interaction and process follow through,
• Liasing and providing feedback within the team - to help meet Consumer Delight targets/objectives and customer service excellence
• From time to time doing outbound projects, undertake ad-hoc projects involving outbound calling existing customers
• Ensuring that all consumer contact is handled in a professional manner in line with the Unilever methodologies, values and principles - maximise all interactions to promote Brands and aid in increasing Consumer base.
• Working effectively as part of the Consumer Link Service.
• To use the in house system efficiently - update and maintain.
• To consistently meet all individual and team targets
• To have a good understanding of Unilever`s market place and industry and it`s competitors
• Work closely with the Team Manager to ensure a consistent approach to quality and brand diversity, striving to constantly enhance the consumer experience.
• Demonstrate innovation and passion towards consumer delight.
• Work closely with the Team Manager to highlight operational risks, and areas for improvement within the service team.
• Actively contribute in team meetings and share knowledge with colleagues to maximise knowledge retention within the Consumer Link Service.
• Maintain knowledge of HGS`s and Unilever`s industry taking account of working practices and cultural drivers.

Skills & Experience Required:
• Minimum 6 months Inbound working with a customer service orientation
• Setting and managing expectations
• An understanding of the Consumer market in relation to Unilever`s products
• Demonstrable experience in the use of consumer household products
• In retail, FMCG or previous customer service role.
• In a customer service role, having dealt with emotive situations (perhaps where an end-to-end solution could not be achieved without hand-off).

Keywords: Customer Service, Customer Service Advisor, Customer Service Agent, Customer Service Executive, Customer Service Representative, Customer Support, Call Centre, Contact Centre, Customer Service Specialist.